Unlimited refers to the volume of eligible routine remote support requests, not to every technology task. Covered users can request help with covered devices and systems during standard support hours without per-ticket labor charges.
What unlimited remote support means
Covered users may submit eligible routine requests for covered devices and systems during standard support hours without per-ticket labor charges. Requests are prioritized according to impact, urgency, and the information available to begin work.
Eligible routine requests
- End-user troubleshooting for routine day-to-day operating issues on covered systems.
- Remote issue resolution, standard remediation, patch follow-up, and routine maintenance for covered endpoints.
- Monitoring response and standard alert handling for covered systems.
- Password, access, sign-in, MFA, and common identity issues when the identity platform is in scope.
- Email, calendar, and Microsoft 365 support when Microsoft administration is in scope.
- Printer mapping, common software issues, and supported application troubleshooting.
- Routine vendor coordination directly related to an active covered issue.
- Standard user account assistance where included in the selected service.
- Standard backup-related assistance only where backup is part of the selected service.
- Routine system adjustments, configuration cleanup, and documentation updates related to an eligible support request.
How to request support
Support should be requested through the support portal, approved support email, phone, or other channels stated in the Order Form. Emergency issues should be submitted through the emergency process so they are prioritized correctly.
Work can begin when enough information, system access, and user availability exist to investigate the request. Missing access, unavailable users, vendor delays, or unsupported systems can affect response and progress targets.
Service boundary
Unlimited remote support does not make projects, on-site work, after-hours non-emergency service, third-party costs, or support for uncovered systems part of the recurring endpoint service.
- Projects, migrations, deployments, rollouts, infrastructure redesign, and other planned changes are separate services.
- New site, server, network, firewall, cloud architecture, or other implementation design is separate project work.
- On-site labor, cabling, physical repair, bench work, hardware replacement, and field installation are separate services.
- After-hours work is separate unless the request qualifies for the defined P1 emergency response.
- Vendor-led projects, third-party fees, licensing, implementation services, and line-of-business customization, development, reporting, or database work remain separate.
- Large-scale cleanup or remediation caused by inherited conditions, unsupported systems, missing access, or uncoordinated changes may require a separate project.
- Cybersecurity incident response beyond initial triage and containment, and data recovery beyond standard restore operations, are separate services.
- Unsupported, unmanaged, personal, BYOD, or otherwise uncovered devices and systems are not eligible for unlimited remote support.
When repeated requests result from unsupported systems, missing access, declined remediation, training needs, uncoordinated changes, or work that requires a project, Cloud Core MSP may recommend standardization, training, remediation, or a separately approved project.